FCA Reg. 450713 · 0800 448 0298 · info@excelmoney.co.uk

Complaints Procedure

Last updated: 9 May 2026 · Version 1.0

We aim to provide an excellent service to every client. If something has gone wrong, we want to know, and we want to put it right. This document explains how to complain, what we'll do, and what your further rights are.

The short version: Email info@excelmoney.co.uk, call 0800 448 0298, or write to us. We acknowledge within 5 working days, investigate, and reply with a final response within 8 weeks. If you're not satisfied, you can refer the complaint free of charge to the Financial Ombudsman Service.

1. How to make a complaint

You can make a complaint by any of the following means. There is no fee for making a complaint.

If you complain in writing, please include:

2. Our process

Step 1: Acknowledgement (within 5 working days)

We will acknowledge your complaint in writing within 5 working days. The acknowledgement will tell you the name of the person handling your complaint, give you a unique case reference, and confirm the next steps.

Step 2: Investigation

The complaint will be investigated by our Compliance Officer (or, if the complaint relates to the Compliance Officer, by an independent third party). The investigation will include:

Step 3: Update at 4 weeks (if needed)

If we are unable to resolve your complaint within 4 weeks, we will write to you with an update explaining where we are in the process and when you can expect a final response.

Step 4: Final response (within 8 weeks)

We will issue a final written response within 8 weeks of receiving your complaint. The final response will:

3. Your right to refer to the Financial Ombudsman Service

If you are not satisfied with our final response, or if 8 weeks have passed without a final response, you may refer the complaint free of charge to the Financial Ombudsman Service (FOS). The FOS is an independent, free dispute-resolution service for consumers and small businesses.

You must refer the complaint to the FOS within 6 months of our final response date.

You can contact the Financial Ombudsman Service:

4. Eligibility for the Ombudsman service

The FOS service is available to consumers, micro-enterprises (fewer than 10 employees and turnover under €2m), small businesses (fewer than 50 employees and turnover under £6.5m), charities (income under £6.5m), trusts (assets under £5m), and certain guarantors. Most of our clients are eligible.

5. The Financial Services Compensation Scheme (FSCS)

If we are unable to meet our liabilities (e.g. due to insolvency), you may be entitled to compensation from the Financial Services Compensation Scheme. Mortgage advice and protection insurance are both eligible types of business. Further details are available at fscs.org.uk or by phone on 0800 678 1100.

6. Records

We keep records of all complaints for at least 3 years (5 years for MCOB-regulated mortgage business). These records are reviewed by our Compliance Officer and reported to the FCA as required.

7. Continuous improvement

Every complaint is an opportunity for us to improve. The Compliance Officer reviews all complaints quarterly and reports themes and lessons to the firm's directors. Where appropriate, we make changes to our processes, training or controls as a result.

8. Contact

For any questions about this procedure, or to make a complaint:

The Compliance Officer
Excel Money
Office 23, Silkstone House
Pioneer Way, Wath upon Dearne
S63 7JZ
info@excelmoney.co.uk
0800 448 0298